"Being refused treatment"

About: St Thomas' Hospital (London)

My daughter recieved a severe burn to her left hand. She is at University in London, quite a long way from her home in Liverpool, so is familiarising the different places she needs to go to. With my help I directed her in the direction of A & E at Guys hospital, as this was closest to her university, as she needed the dressing changed every 3 days on advice from the burns unit at Whistan Hospital in Liverpool. On her arrival and with a letter from the burns unit she approached a member of staff at A & E, after a nurse was called, who inspected the letter and told her that she couldnt have the dressing changed there??? The dressing was bloody and the sore weeping and yet she was still refused.. Unacceptable considering this is a NHS hospital and as a National Insurance payer I thought that she would have been entitled to treatment. She wasnt aggressive, is quite a timid person and came out really distressed, humiliated and crying.

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Response from St Thomas' Hospital

I was sorry to learn that your daughter had a distressing experience in the A&E department. I believe that, since posting these comments, you have been in contact with Guy’s and St Thomas’ PALS (patient advice and liaison service). If I have identified you correctly, then a PALS Coordinator has been trying to contact you, using the telephone number you left with your voicemail message. The PALS Coordinator has not yet been able to speak with you but has left a voicemail message, which I hope you have received. I hope that, in the near future, the hospital will be able to learn more about this incident offer your daughter an explanation and apology for her experience and take steps to prevent any similar experience occurring in the future.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful